JP2011192152A - System and method for supporting work process, and program thereof - Google Patents

Abstract

To provide a work process support system capable of reducing variations in work quality due to an operator's experience and skills, and reducing the labor of the worker.
A process screen is generated and output to a work terminal, a change application screen is generated and output to the work terminal, and change application information input on the change application screen is received from the work terminal. Then, the change application information input to the change application screen is output to the display unit of the management terminal, a process edit screen corresponding to the work process indicated by the change application information is generated and output to the management terminal, and the process edit screen The work content information stored in association with the work type information indicating the work is changed based on the work content information change request indicated by any of the work icons.
[Selection] Figure 1

Description

  The present invention relates to a work process support system, a work process support method, and a program for supporting a work process of an operator.

Many companies have implemented customer-facing services that accept and answer questions and complaints about products and services provided by companies over the phone. In a customer center that mainly performs such services, various manuals are registered in a database so that an operator who handles telephone calls can make an appropriate answer according to a question from a customer. In order to refer to a manual corresponding to a question, an operator can access a database through a computer and browse the database, thereby responding to a large number of questions.
Here, for example, in the customer service corresponding to the failure of the product or service sold to the customer, information about when, where, what, and what failure occurred regarding the failure of the product or service It is necessary to go through a series of response processes to ask customers to determine how to respond to the company accordingly. Patent Document 1 discloses a technique for quickly performing such an operator's work.

Japanese Patent Laid-Open No. 2007-18262

  However, the technology described above is a technology in which the server outputs solution information for the customer to the operator's terminal in response to an inquiry from an operator such as an operator, and displays the solution information on the terminal. Knowledge of each worker in the process is not accumulated and reused. Therefore, there is a problem that the quality of the work performed by the worker based on the solution information obtained from the server varies based on experience and skill. In addition, since it is necessary to browse the resolution information for multiple response processes that may occur during the customer service, it takes time to browse the customer, and the customer response time becomes longer. There is also a problem that the labor of the worker is high.

  Accordingly, an object of the present invention is to provide a work process support system, a work process support method, and a program thereof that can reduce variations in work quality due to the experience and skills of the worker and can reduce the labor of the worker. Yes.

  In order to achieve the above object, according to the present invention, a work icon of one work and a plurality of work branches depending on the result of the work expresses a parent-child relationship from a start work to an end work. A process management unit that generates a process screen corresponding to one work process selected and detected in the work process list screen and outputs the process screen to the display unit of the work terminal; A change application screen for accepting work process change application information is generated and output to the display unit of the work terminal, and includes at least the work icon identification information input on the change application screen and the work content information to be changed The change application management unit that receives the change application information from the work terminal, and the change application information that is input on the change application screen is output to the display unit of the management terminal. The change application presenting section, the work icon of one work and a plurality of work branches depending on the result of the work are visually displayed representing the parent-child relationship from the starting work to the finishing work. A process edit screen, which generates a process edit screen corresponding to the work process indicated by the change application information selected and detected in the management terminal, outputs the generated process edit screen to the display unit of the management terminal, and is displayed on the process edit screen And a process editing unit that changes the work content information stored in association with the work type information indicating the work based on a request for changing the work content information indicated by any of the work icons. It is a work process support system.

  In the work process support system described above, the change application information includes at least one or more of work icons displayed on the process screen, change application type information, and application content. The process editing unit, based on the operation of the user of the management terminal, in the change of the work content information, correction of the parent-child relationship of the work icon, deletion of the work icon, addition of the work icon, One of correction of detailed information indicated by the work icon and addition of display information on the process screen is performed.

  Further, the present invention is the above-described work process support system, wherein in the process screen output to the display unit of the work terminal, the process management unit sequentially displays the work icons having the parent-child relationship in order from the work icon of the starting work. The work type information indicating the work of the work icon that has received the selection is recorded in the order in which the selection is received, and the recorded work type information is supported based on a request from the work terminal. A list of work icons to be displayed is displayed on a display unit of the work terminal.

  Further, the present invention is the work process support system described above, wherein the process management unit calculates a utilization rate of a work process indicating a group of a plurality of work from the work as the starting point to the work as the end point, The work process list screen for displaying a list of the work processes is output to the worker terminal in the order of the usage rates of the work processes.

  In the work process support system described above, the process management unit may include each work icon from the start work icon to the end work icon in the work process including all the changed work icons. , Based on the number of times each work icon from the work icon at the starting point to the work icon at the end point selected when the process screen is output to the work terminal, and the number of times the process screen is used Then, the usage rate of the work content information changed by the change application information is calculated, and the usage rate is output to the display unit of the work terminal.

  According to the present invention, in the work process support system described above, the process management unit is configured to output the work process based on a time when the process screen is output to the work terminal and a time when work completion is registered on the process screen. The time required for the work performed using is calculated, and the time required is output to the display unit of the work terminal.

  Further, the present invention is a work process support method in the work process support system, wherein the process management unit of the work process support system has one work and work icons of a plurality of work branched according to the result of the work, A process screen that visually displays the parent-child relationship from the starting work to the ending work, and generates a process screen corresponding to one work process selected and detected in the work process list screen. Output to the display unit of the work terminal, the change application management unit of the work process support system generates a change application screen that accepts the change application information of the selected and detected work process, and outputs the change application screen to the display unit of the work terminal, The change application including at least identification information of the work icon input on the change application screen and work content information to be changed. Information is received from the work terminal, and the change application presentation unit of the work process support system outputs the change application information input on the change application screen to the display unit of the management terminal, and process editing of the work process support system In the process editing screen, the work icons of a single work and a plurality of work branches depending on the result of the work are visually displayed to represent the parent-child relationship from the starting work to the finishing work Any of the process editing screens corresponding to the work process indicated by the change application information selected and detected in the management terminal are output to the display unit of the management terminal and displayed on the process editing screen. Based on the change request for the work content information indicated by the work icon, the work content information stored in association with the work type information indicating the work is changed. It is a work process support method comprising.

  The present invention also provides a computer of a work process support system in which a work icon of one work and a plurality of work branches depending on the result of the work represents a parent-child relationship from a starting work to a finishing work. A process management means for visually displaying a process screen corresponding to one work process selected and detected on the work process list screen, and outputting the process screen to the display unit of the work terminal. A change application screen for accepting work process change application information is generated and output to the display unit of the work terminal, and includes at least the work icon identification information input on the change application screen and the work content information to be changed Change application management means for accepting the change application information from the work terminal, the change application information input on the change application screen The change application presenting means to be output to the display unit of the physical terminal, the work icons of one work and a plurality of work branches depending on the result of the work, represent the parent-child relationship from the starting work to the finishing work. A process editing screen visually displayed, which generates a process editing screen corresponding to a work process indicated by the change application information selected and detected in the management terminal and outputs the process editing screen to the display unit of the management terminal; Function as process editing means for changing the work content information stored in association with the work type information indicating the work based on a request for changing the work content information indicated by any work icon displayed on the process edit screen It is a program characterized by making it carry out.

  According to the present invention, the process screen is changed and improved based on the operator's change application, and the operator refers to the improved process screen in the process of customer service. At this time, the modified process screen is a process screen that has been applied for change by another operator, and further screened and improved by the administrator. In the customer service of the changed task, there is a high possibility that a better service can be performed. Then, the process screen change screen based on the change request from the operator is repeated several times, so that the accuracy of the work of each task using the process screen can be improved. In addition, the operator has such a high-accuracy process screen and can see at a glance from the task that is the starting point of the process to the task that is the end point of the process. The efficiency can be improved.

It is a block diagram which shows the structure of a process support system. It is a functional block diagram of a process support server, a work terminal, and a management terminal. It is a 1st figure which shows the processing flow of a process support system. It is a figure which shows the example of a screen of an initial screen. It is a figure which shows the example of a screen of an inquiry medical chart screen. It is a figure which shows the example of the process list displayed on the medical examination medical record screen. It is a figure which shows the example of a screen of a process screen. It is a figure which shows the example of data of the process task table which process DB memorize | stores. It is a figure which shows the example in case image information is displayed on a process screen. It is a figure which shows the example of data of the reception content storage table which personal information DB memorize | stores. It is a figure which shows the data table which process DB memorize | stores. It is a figure which shows the example of a screen of a reception process list screen. It is a figure which shows the example of a screen of a process change application screen. It is a figure which shows the data example of the application know-how table which the change application information DB memorize | stores. It is a figure which shows the example of a screen of a change application search screen. It is a figure which shows the example of a screen of a process edit screen. It is a figure which shows the example of data of the operator table which personal information DB memorize | stores. It is a figure which shows the example by which a change application utilization condition is displayed on a process screen. It is a 2nd figure which shows the processing flow of a process support system. It is a 3rd figure which shows the processing flow of a process support system.

Hereinafter, a process support system according to an embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a block diagram showing the configuration of the process support system according to the embodiment.
In this figure, reference numeral 1 is a process support server that supports a process such as a certain work, 2 is a work terminal used by a user who performs work based on various processes, and 3 is a use of an administrator who manages the worker. Management terminal 4 is a customer information management server, and 5 is a test server. As shown in FIG. 1, in the process support system according to the present embodiment, the work terminal 2 is connected to the process support server 1, the customer information management server 4, and the test server 5 via a communication network, and is managed by the process support server 1. A terminal 3 is connected via a communication network.
Further, the process support server 1 according to the present embodiment will be described with respect to an example in which a support process of work when an operator of a customer center responds to an inquiry about a product or service provided by a company to a customer will be described. Specifically, the process support server 1 performs work support processing when an operator responds to an inquiry regarding a communication service provided by a telephone company. Here, the customer information management server 4 is a server that stores and manages corporate customer information. The test server 5 is a server that determines whether there is an abnormality in the telephone line used by the customer.

FIG. 2 is a functional block diagram of the process support server, work terminal, and management terminal.
As shown in this figure, the process support server 1 includes a work terminal display screen management unit 101, a process management unit 102, a change application management unit 103, a statistical information calculation unit 104, a process database (hereinafter, process DB) 105, personal information. It includes a database (personal information DB) 106, a change application information database (hereinafter referred to as change application information DB) 107, a change application presenting unit 108, a process editing unit 109, and a management terminal display screen management unit 110. .
Here, the work terminal display screen management unit 101 performs processing for generating, updating, and outputting a screen to be transmitted to the work terminal 2 based on an access operation from the work terminal 2.
The process management unit 102 is a processing unit that performs data management for supporting a process such as each user's work output to the work terminal 2.
The change application management unit 103 is a processing unit that performs a process of accepting a change application for process content information from the work terminal 2.
The statistical information calculation unit 104 is a processing unit that calculates various statistical information regarding the work of the worker.
The process DB 105 is a database that stores various information necessary for process support processing.
The personal information DB 106 is a database that stores information on each worker necessary for the process support processing.
The change application information DB 107 is a database that stores various types of information received in the process content information change application.
The change application presenting unit 108 is a processing unit that performs each process of outputting a change application such as process content information received from the work terminal 2 to the management terminal 3.
The process editing unit 109 is a processing unit that supports a process editing process based on a change application received from the work terminal 2.
The management terminal display screen management unit 110 performs processing for generating, updating, and outputting a screen to be transmitted to the management terminal 3 based on an access operation from the work terminal 2.

FIG. 3 is a first diagram illustrating a processing flow of the process support system.
Next, processing of the process support system will be described with reference to FIG.
In the process support system of this embodiment, first, an operator (worker) who responds to an inquiry from a customer performs an initial screen starting operation using the work terminal 2 at a customer center or the like. At this time, the process processing unit 21 of the work terminal 2 inputs an initial screen activation command from the input unit, and transmits an initial screen activation request to the process support server 1 (step S101). Then, the work terminal display screen management unit 101 transfers an initial screen activation request to the process management unit 102. Next, the process management unit 102 reads various information constituting the initial screen from the process DB 105 and the personal information DB 106 and outputs the various information constituting the initial screen to the work terminal display screen management unit 101.

FIG. 4 is a diagram illustrating a screen example of the initial screen.
As shown in FIG. 4, the initial screen includes a customer information display field for displaying customer information when responding to a customer, an operator information display field for displaying an operator's name and login time, an operator's average response time, and response rate. Information such as the target rate that is the target, the current value of the response rate of the current operator, and the transition of response time are displayed. The response time is the time from the start of response to the completion of response. The response rate is the ratio of the number of customer responses completed by the operator. The information on the response time and response rate is calculated by the statistical information calculation unit 104 based on the past response time, the number of responses, the number of completions, etc. recorded for each operator in the process DB, and the work terminal display screen management unit By outputting to 101, the work terminal display screen management unit 101 generates an initial screen (step S102). The work terminal display screen management unit 101 transmits the generated initial screen to the work terminal 2 (step S103), and the process processing unit 21 of the work terminal 2 outputs the display to the display unit (step S104).

  Then, with the initial screen output, the operator waits for a call from the customer. When there is a call, the operator hears the customer's telephone number, name, etc., and enters it in a predetermined input field on the initial screen. Then, the process processing unit 21 of the work terminal 2 inquires of the customer information management server 4 about the customer information (Step S105), and acquires the customer information from the telephone number and the customer name (Step S106). Then, the customer information is displayed in the customer information display field (step S107). Next, the operator presses a job start button on the initial screen. Then, the work terminal 2 detects the work start and transmits a work start signal to the process support server 1 (step S108), and the work terminal display screen management unit 101 of the process support server 1 starts generating an inquiry medical chart screen. To do. The inquiry chart screen is obtained by the work terminal display screen management unit 101 based on the information acquired by the process management unit 102 from the data table of each database and output to the work terminal display screen management unit 101. (Step S109). Then, the work terminal display screen management unit 101 transmits an inquiry medical chart screen to the work terminal 2 (step S110), and the process processing unit 21 of the work terminal 2 outputs it to the display unit (step S111).

FIG. 5 is a diagram showing an example of an inquiry medical chart screen.
As shown in FIG. 5, in addition to the customer information display field, an inquiry medical chart input field is displayed on the medical chart screen. In the present embodiment, the process support system performs work support processing when an operator responds to an inquiry related to a communication service provided by a telephone company. Therefore, as shown in FIG. Hear from the customer about the situation and the equipment being used, and enter the contents on the interview medical record screen. Then, the operator presses the “process display” button on the inquiry medical record screen, and instructs the display of the process screen corresponding to the inquiry content. Then, the process processing unit 21 of the work terminal 2 detects a process display instruction (step S112), and transmits a process display request to the process support server 1 (step S113).

  When receiving the process display request, the work terminal display screen management unit 101 of the process support server 1 starts generating a process list screen. This process list screen is acquired by the process management unit 102 from the data table of each database and output to the work terminal display screen management unit 101. The work terminal display screen management unit 101 generates the process list screen based on the information. (Step S114). Then, the work terminal display screen management unit 101 transmits the process list information to the work terminal 2 (step S115), and the process processing unit 21 of the work terminal 2 outputs the information on the medical chart screen of the display unit (step S116). ). At this time, the process management unit 102 calculates the usage rate for each process based on the usage count of the entire process and the usage count of each displayed process, and lists the processes in the order of the usage rates of the respective processes. May be displayed on the process list screen.

FIG. 6 is a diagram showing an example of a process list displayed on the inquiry medical chart screen.
As shown in FIG. 6, in this process list, one or more processes based on the contents of the initial inquiry are displayed based on each data table shown in FIG. For example, the process DB 105 stores a display condition table (FIG. 11C) in which the ID of the related process is associated with the initial inquiry ID, and the process management unit 102 responds to the process display request. Based on the stored initial inquiry ID, the related process ID is read from the data table, the process name of the process ID is acquired from the process list table (FIG. 11A), and the work terminal display screen management unit 101 The work terminal display screen management unit 101 can transmit the process list information corresponding to the contents of the inquiry to the work terminal 2.

  Then, the operator selects one process from the processes displayed in the process list, and the process processing unit 21 detects the selection (step S117). Then, the process processing unit 21 of the work terminal 2 transmits a process screen transmission request storing the process ID of the selected process to the process support server 1 (step S118). The process support server 1 starts the process screen generation process based on the reception of the process screen transmission request. The process screen 102 acquires information necessary for the process management unit 102 from the data table of each database and outputs the information to the work terminal display screen management unit 101. The work terminal display screen management unit 101 generates the process screen based on the information ( Step S119). Then, the work terminal display screen management unit 101 transmits the process screen to the work terminal 2 (step S120), and the process processing unit 21 of the work terminal 2 outputs the process screen to the display unit (step S121).

FIG. 7 is a diagram showing a screen example of the process screen.
As shown in this figure, a process screen includes a single work (in this embodiment, a response to a customer) and a plurality of work icons (hereinafter, task icons) that branch (or are linked) according to the result of the work. Is visually displayed to represent the parent-child relationship from the starting task to the ending task. In other words, a process means a group of one work and a plurality of works that branch according to the result of the work. In the present embodiment, what kind of task should be performed in the fault diagnosis process as one process is displayed on the process screen, representing the parent-child relationship from the starting task to the ending task. A task summary of the task is displayed in text next to each task icon. In this process screen, when the operator presses any one of the task icons using an input unit such as a mouse, detailed content information of the task is output.

FIG. 8 is a diagram showing an example of data in the process task table stored in the process DB.
As shown in this figure, the process DB 105 includes a process task table in which a process ID, a task type, a task ID, a parent ID indicating a parent task of the task indicated by the task ID, a display content, an image URL, and the like are stored in association with each other. I remember it. As the information for generating the process screen, each of the above information associated with the process ID for specifying the process screen is read, and the process screen is generated based on this information and the like. Note that the process screen includes information acquired by the work terminal display screen management unit 101 from the statistical information calculation unit 104.

  In the work terminal 2, for example, the operator presses a task icon as a starting point in response to the first customer. Then, the process processing unit 21 detects selection of a task icon as a starting point, and transmits a selection signal including the task ID of the task icon to the process support server 1 (step S122). Then, the work terminal display screen management unit 101 of the process support server 1 notifies the process management unit 102 of the task ID of the selected task icon. As a result, the process management unit 102 is associated with the task ID and stored in the process DB 105. The recorded display content information is read and output to the work terminal display screen management unit 101. Then, the work terminal display screen management unit 101 transmits the display content information to the work terminal 2 (step S123). In the work terminal 2, the display content information received from the process support server 1 is displayed next to the selected task icon (step S124). The display content information may be any information as long as it is detailed information for supporting the operator's customer service, such as text, images, and moving images. In addition, the data group of the process screen holds display content information in advance, and the display content information is output on the process screen even if the work terminal 2 does not access the process support server 1 based on the selection of the task icon. It may be a simple mechanism. The task icon includes a task icon called a test task. When the task icon is pressed, the work terminal 2 requests the test server 5 to start a test. A fault diagnosis signal is transmitted to a router or the like, and a fault is diagnosed from the response signal.

FIG. 9 is a diagram illustrating an example in which image information is displayed on the process screen.
When an operator selects a task icon and the task content information indicated by the task icon is an image, an image necessary for customer service is output on the process screen as shown in FIG.

FIG. 19 is a second diagram showing a processing flow of the process support system.
While referring to the process screen, the operator selects the task icon of the branch destination according to the result of the response of the task contents in order from the task that is the starting point of the customer service, and the multiple tasks in the service process The customer service shown is performed, and finally, any one of the task icons at a plurality of end points is selected. Here, the task icon at the end point includes failure recovery, customer response in another department, customer response by a highly skilled operator, repair arrangement, and the like. If the operator can select the end task for failure recovery, customer response by a highly skilled operator, repair arrangement, it is determined that the response is complete, and the operator will select the end task for customer response in other departments. In this case, it is determined that the correspondence is not completed. The process processing unit 21 of the work terminal 2 then obtains the ID of the operator who operates the process screen, the ticket ID issued at the time of customer service on one process screen, and the sequence number (SEQ) indicating the selected order of tasks. ), A task ID indicating the task icon selected by the operator, a task response time from when the task is selected until the next task is selected, and stored response information for each detection detection of the task icon. To the process support server 1 (step S124). Then, the process management unit 102 associates the personal information and each information stored in the reception information received from the work terminal 2 and registers them in the reception content accumulation table (step S125).

FIG. 10 is a diagram showing an example of data in the response content accumulation table stored in the personal information DB.
As shown in this figure, in the response content accumulation table, the ID of the operator who operates the process screen, the ticket ID issued at the time of customer service on one process screen, and the sequence number indicating the selected order of tasks, The task ID indicating the task icon selected by the operator and the task response time until the next task is selected after the task is selected are registered in association with each other.

  Then, the operator selects the final task icon, and one process of working with the customer is completed. When the end of the process is detected (step S126), the process processing unit 21 performs the initial screen output process as described above (step S127). Since the operator can perform customer-facing work using the process screen as described above, the work indicated by the task icon at the end point is changed from the work indicated by the task icon at the end point on one screen of the process screen. It becomes possible to grasp. As a result, in a process in which there are a plurality of tasks in the process (each work in the present embodiment), the contents information of each task is displayed on the screen one by one at the time of the work of each task. Compared with the case where the work is performed, the operator such as an operator can grasp the entire task in the process at a glance, thereby improving the work efficiency.

  Then, after the process is completed, the operator can view the response contents of the process performed in the past. Specifically, when the operator operates the output instruction of the response process list on the initial screen and detects the output of the response process list (step S128), the process processing unit 21 requests the process support server 1 to output the response process list. Is transmitted (step S129). When receiving the response process list output request, the work terminal display screen management unit 101 starts generating a response process list screen. The response process list screen is obtained by the work terminal display screen management unit 101 based on the information acquired by the process management unit 102 from the data table of each database and output to the work terminal display screen management unit 101. (Step S130). Then, the work terminal display screen management unit 101 transmits the response process list screen to the work terminal 2 (step S131), and the process processing unit 21 of the work terminal 2 outputs the response process list screen to the display unit (step S132). ).

FIG. 11 shows a data table stored in the process DB.
FIG. 12 is a diagram showing a screen example of the reception process list screen.
The process DB 105 associates a process list table in which process IDs and process names as shown in FIG. 11A are associated with each other and initial inquiry IDs and names of inquiry contents as shown in FIG. An initial inquiry table and a display condition table associating an initial inquiry ID, a process ID, and the number of uses thereof as shown in FIG.
Then, as shown in FIG. 12, a history of response work performed by the operator in the past is displayed on the response process list screen. Specifically, when generating this response process list screen, the process management unit 102 refers to the response content accumulation table (FIG. 10) and registers it in association with the operator ID stored in the response process list output request. A process ID corresponding to one common ticket ID, a plurality of task IDs, a sequence number, a response time of each task, and the like are read. The process management unit 102 reads the process name from the process list table shown in FIG. 11A in association with the process ID. Then, the process management unit 102 outputs the read information to the work terminal display screen management unit 101, and repeats this for each ticket ID. As a result, the work terminal display screen management unit 101 generates a reception process list screen for each of the customer reception processes indicated by the plurality of ticket IDs as shown in FIG.

  This service process list screen displays a process name, a list of task numbers in order of sequence numbers selected by the operator in the process, a service date and time, a service time, and the like. By outputting this response process list screen to the work terminal 2, the operator can view the process of the customer response work performed in the past and the task order within the process. When the operator refers to the response process list screen and selects one of the past history processes displayed on the response process list screen, the process processing unit 21 of the work terminal 2 detects the selection (step S133). In addition, a process change application screen request is transmitted to the process support server 1 (step S134), and as a result, the work terminal display screen management unit 101 of the process support server 1 starts generating a process change application screen. This process change application screen acquires information necessary for the process management unit 102 from the data table of each database and outputs it to the work terminal display screen management unit 101. The work terminal display screen management unit 101 generates the information based on the information. (Step S135). Then, the work terminal display screen management unit 101 transmits a process change application screen to the work terminal 2 (step S136), and the process processing unit 21 of the work terminal 2 outputs the process change application screen to the display unit (step S137). ).

FIG. 13 is a diagram illustrating a screen example of a process change application screen.
As shown in FIG. 13, the process change application screen is the same as the process screen shown in FIG. 7, but selected by the operator in the “past response process” selected by the operator on the response process list screen. The route indicating the parent-child relationship of the selected task is highlighted. The process change application screen displays an application type designation field, a changed task number input field, and an application content input field. Using this process change screen, the operator can change the task information in the customer service process, change the parent / child relationship of the task icon, delete the task, add the task, add display information on the process screen. You can apply for process changes.

  The operator uses the process change application screen in FIG. 13 to input which type of the change application is applied in the application type designation field, and the task number to be changed (the task number to be changed). (Start point, end point, etc.) and a sentence for notifying the administrator of the application contents are entered in the change task number input field and the application content input field. The operator then presses the application button on the process application screen using the work terminal 2. As a result, the process processing unit 21 detects that the application button has been pressed (step S138), and is input to the ID of the process that is the subject of the change application, the application type designation field, the changed task number input field, and the application content input field. The change application information including the information is transmitted to the process support server 1 (step S139). Then, the change application management unit 103 of the process support server 1 acquires the change application information and registers it in the application know-how table of the change application information DB 107 (step S140).

FIG. 14 is a diagram illustrating a data example of an application know-how table stored in the change application information DB.
As shown in FIG. 14, the application know-how table includes a sequence number (SEQ) of change application information, an applicant ID indicating an operator who applied, a ticket ID assigned to one application information, and a process that is a target of the change application. ID, task ID specified in the change application, application details (information entered in the application details input field), application date and time, status information such as application, deliberation, recruitment, non-adoption, cancellation, etc. The number of times a process changed by application is used is registered in association with each other. In this way, the change application management unit 103 receives the change application from the work terminal 2 and generates an application know-how table as shown in FIG.

FIG. 20 is a third diagram showing a process flow of the process support system according to the present embodiment.
An administrator who manages the work process support system can use the management terminal 3 to change the process screen based on an operator change request.
Specifically, the administrator operates the management terminal 3 to access the process support server 1 and causes the display unit of the management terminal 3 to output an administrator initial screen. Thereby, the management terminal 3 outputs an administrator initial screen (step S141). When the change application search is performed from the administrator initial screen, the process processing unit 31 of the management terminal 3 detects the start of the change application search (step S142) and transmits a change application search request to the process support server 1 (step S143). ). Then, the management terminal display screen management unit 110 starts generating a change application search screen. This change application search screen acquires information necessary for the change application presentation unit 108 from the application know-how table of the change application information DB 107 and outputs the information to the management terminal display screen management unit 110, and the management terminal display screen based on the information The management part 110 produces | generates (step S144). Then, the management terminal display screen management unit 110 transmits the change application search screen to the management terminal 3 (step S145), and the process processing unit 31 of the management terminal 3 outputs the change application search screen to the display unit (step S146). ).

FIG. 15 is a diagram illustrating a screen example of the change application search screen.
As shown in this figure, the change application search screen displays the change application information requested by the operator. Specifically, the name of the process for which the change application has been applied, the task list used by the operator who applied for the change for the process in the process, and information such as the application date and time are displayed. Here, when the administrator selects a process corresponding to one change application on the change application search screen displayed on the management terminal 3, the process processing unit 31 of the management terminal 3 selects one process for which the change application has been applied. Is detected (step S147), and a process edit request is transmitted to the process support server 1 (step S148). When receiving the process editing request, the management terminal display screen management unit 110 of the process support server 1 starts generating a process editing screen. In this process editing screen, information necessary for the process editing unit 109 is acquired from the application know-how table stored in the change application information DB 107, various data tables stored in the process DB 105, and the like, and the management terminal display screen management is performed. The management terminal display screen management unit 110 generates the information based on the information (Step S149). Then, the management terminal display screen management unit 110 transmits a process editing screen to the management terminal 3 (step S150), and the process processing unit 31 of the management terminal 3 outputs the process editing screen to the display unit (step S151).

FIG. 16 is a diagram showing a screen example of the process editing screen.
The process editing unit 109 reads the process ID specified by the change application information selected on the change application search screen from the application know-how table, and uses the information used when generating the process screen of the process specified by the process ID. The data is output from the process task table of the DB 105 to the read management terminal display screen management unit 110. Then, the management terminal display screen management unit 110 generates a process editing screen as shown in FIG. 16 using various information for screen generation acquired from the process editing unit 109 and outputs it to the management terminal 3. As shown in FIG. 16, in the process editing screen, as in the process screen, one task and task icons of one or a plurality of tasks that branch (or continue) depending on the result of the task are the starting tasks. This is a visual representation of the parent-child relationship from the task to the end task.

  In this process edit screen, the administrator can change the task content information in the customer service process, change the parent / child relationship of task icons, delete tasks, add tasks, add display information on the process screen, etc. The process is changed based on the application contents from the operator. When the administrator wants to add a task, he selects a desired task icon from the item box and displays the task icon on the screen by a drag-and-drop operation or the like. In addition, when changing the parent-child relationship of task icons, task icons and lines connecting task icons are added to draw pictures, such as deleting lines connecting task icons and drawing lines connecting other task icons. Change, delete, and change the parent-child relationship of task icons displayed on the process screen. If the content information indicated by the task is to be changed, the task is selected on the process edit screen, and the text of the current content information output as a result is modified to be rewritten with the text of the changed content. The administrator can write a document or other figure on the screen (for example, enclose a plurality of task icons with an ellipse and display a sentence beside the ellipse).

  Then, when the editing operation based on the application information of the operator is completed using the process editing screen, the administrator presses the “Save” button using the process editing screen and registers the changed process. Then, the process processing unit 31 detects the changed process registration instruction (step S152), and transmits the editing information registered on the process editing screen to the process support server 1 (step S153). This editing information is information such as a process ID, a task ID in the process editing screen, a parent task ID of the task ID, a task type, and content information. The editing information may include the ID of the operator who made the change application. Then, the process editing unit 109 of the process support server 1 receives the editing information and registers each piece of information in the editing information in a data table held in any database (step S154). For example, the process editing unit 109 updates information such as the process ID, task type, task ID, parent task ID, and display contents of the process task table stored in the process DB 105. Further, the process editing unit 109 displays the ID and process ID of the operator who made the change application, the edited task ID, and route information indicating the route of the task selected by the operator in the process of making the change application (selected IDs of a plurality of tasks) are acquired from the editing information, and are associated with each other and registered in a data table such as an operator table. The information in the operator table is used as information for counting whether or not the process changed based on the operator change application is used by other operators.

FIG. 17 is a diagram showing an example of data in an operator table stored in the personal information DB.
As shown in FIG. 17, in the operator table, information such as an operator ID, an operator name, an authority type, a skill rank, an incentive value, a change-applying process ID, and a change-applying task ID are associated and registered. The incentive value and skill rank are information displayed on the initial screen displayed on the work terminal 2, for example. Further, the personal information DB 106 counts the number of times of use of the change task of the process for which the operator has applied for change. Based on the information such as the number of times of use and the process ID and task ID of the change application registered in the operator table. The usage rate is calculated by the statistical information calculation unit 104 and displayed on the initial screen, the process screen, or the like.

FIG. 18 is a diagram showing an example in which the change application usage status is displayed on the process screen.
As shown in FIG. 18, the process screen displayed on the work terminal 2 used by the operator has a change application usage status display column, and the usage status related to the change application applied by the operator is displayed in this column. The usage status calculation process will be described below. First, route information (indicated by a plurality of task IDs and their sequence numbers) indicating a route (route) of a selected task in a process used by another operator for customer reception is stored in the response content storage table. Further, as shown in the explanation of FIG. 17, route information (IDs of a plurality of selected tasks) indicating the route of the task selected by the operator in the process for which the change application has been made is registered in the operator table. . Accordingly, when the route information matches, it can be determined that the operator has used the changed process. When the process management unit 102 receives the response information from the work terminal 2, the process management unit 102 stores the response information in the response content accumulation table, and is registered in the route information by each task ID indicated by the response information and the operator table. It is determined whether or not the route information of any change application that matches. If the process management unit 102 determines that the route information matches, the process management unit 102 adds 1 to the number of uses registered in the application know-how table in association with the process ID. For example, when a certain operator displays a process screen on the work terminal 2, the statistical information calculation unit 104 uses the sequence number of the change application requested by the operator and the use of the change application by another operator. The number of times (hereinafter referred to as “change application use frequency”) is acquired, and the number of times that the process has been used (hereinafter referred to as “display frequency”) is acquired from the display condition table. Then, the statistical information calculation unit 104 calculates the usage rate by the number of change application usages divided by the number of display times, and displays the change application sequence number and the usage rate in association with each other on the process screen.

  As a result, the operator can grasp how much the change of the process screen by the change application that he / she made in the past is used by other operators, and the work efficiency improvement by his / her change application can be improved. It can contribute to the contribution. In addition, by applying for a process change and applying the application to the manager, the operator's motivation can be improved by adding the skill rank and incentive value and registering them in the operator table. The process management unit 102 and the work terminal display screen management unit 101 may perform processing so that a mark based on the skill rank and incentive value of the operator (incentive information in FIG. 1) is displayed on the process screen.

  The statistical information calculation unit 104 reads the response time of each task when responding to the operator's past from the response content accumulation table (FIG. 10), calculates the total response time of one process, One month average time of a plurality of processes may be calculated, and the transition of the response time after one month may be output as in the initial screen of FIG.

  The process of the work process support system has been described above. According to the above-described process, the process screen is changed and improved based on the operator's change application, and the operator can improve the process screen in the customer service process. Will be referred to. At this time, the modified process screen is a process screen that has been applied for change by another operator, and further screened and improved by the administrator. In the customer service of the changed task, there is a high possibility that a better service can be performed. Then, the process screen change screen based on the change request from the operator is repeated several times, so that the accuracy of the work of each task using the process screen can be improved. In addition, the operator has such a high-accuracy process screen and can see at a glance from the task that is the starting point of the process to the task that is the end point of the process. The efficiency can be improved.

  In the present embodiment, an example in which the worker is an operator of the customer center and the process is each work in customer reception has been described. However, the above-described work process support system may be used for other purposes. For example, it can also be used for processes in product assembly work in factories. The task in this case is a task for each work unit such as which part is connected to which position.

  Each of the terminals and servers described above has a computer system inside. Each process described above is stored in a computer-readable recording medium in the form of a program, and the above process is performed by the computer reading and executing the program. Here, the computer-readable recording medium means a magnetic disk, a magneto-optical disk, a CD-ROM, a DVD-ROM, a semiconductor memory, or the like. Alternatively, the computer program may be distributed to the computer via a communication line, and the computer that has received the distribution may execute the program.

  The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.

DESCRIPTION OF SYMBOLS 1 ... Process support server 2 ... Work terminal 3 ... Management terminal 4 ... Customer information management server 5 ... Test server 21, 31 ... Process processing part 101 ... Work terminal display screen Management unit 102 ... Process management unit 103 ... Change application management unit 104 ... Statistical information calculation unit 105 ... Process DB
106 ... Personal information DB
107 ... Change application information DB
108 ... Change application presentation unit 109 ... Process editing unit 110 ... Management terminal display screen management unit

Claims (8)

A work screen in which work icons of one work and a plurality of work branches depending on the result of the work are visually displayed to represent a parent-child relationship from the starting work to the finishing work. A process management unit that generates a process screen corresponding to one work process selected and detected in the process list screen and outputs the process screen to the display unit of the work terminal;
A change application screen that accepts the change application information of the selected and detected work process is generated and output to the display unit of the work terminal, the work icon identification information input on the change application screen, and the work content information to be changed , A change application management unit that receives the change application information including at least from the work terminal,
A change application presentation unit that outputs the change application information input to the change application screen to a display unit of a management terminal;
A work editing screen in which work icons of one work and a plurality of work branches according to the result of the work are visually displayed to represent a parent-child relationship from a work as a starting point to a work as an end point, A process edit screen corresponding to the work process indicated by the change application information selected and detected in the management terminal is generated and output to the display unit of the management terminal, and any work icon displayed on the process edit screen is displayed. A process editing unit for changing the work content information stored in association with the work type information indicating the work, based on a change request for the work content information to be shown;
A work process support system comprising: The change application information is information indicating at least one or a plurality of work icons displayed on the process screen, change application type information, and application content,
The process editing unit, based on the operation of the user of the management terminal, in the change of the work content information, correction of the parent-child relationship of the work icons, deletion of the work icons, addition of the work icons, the work icons indicate The work process support system according to claim 1, wherein either correction of detailed information or addition of display information on the process screen is performed. The process management unit
In the process screen output to the display unit of the work terminal, sequentially accepting selection of work icons linked in parent-child relationship in order from the work icon of the work that is the starting point,
The work type information indicating the work of the work icon that has received the selection is recorded in the order in which the selection is received,
The work according to claim 1 or 2, wherein a list of the work icons corresponding to the recorded work type information is displayed on a display unit of the work terminal based on a request from the work terminal. Process support system. The process management unit
Calculating a utilization rate of a work process indicating a series of a plurality of operations from the starting work to the ending work, and displaying a list of the work processes in the order of the utilization rates of the work processes. The work process support system according to claim 3, wherein a work process list screen is output to the worker terminal. The process management unit
Each work icon from the starting work icon to the ending work icon in the work process including all the changed work icons;
Each work icon from the starting work icon selected at the time of output to the work terminal of the process screen to the end work icon,
Is calculated based on the number of times the process screens are used and the number of times the process screen is used, and the usage rate of the work content information changed by the change application information is calculated, and the usage rate is output to the display unit of the work terminal The work process support system according to any one of claims 1 to 4, wherein: The process management unit
Calculating the time required for the work performed using the work process based on the time when the process screen is output to the work terminal and the time when the work completion is registered on the process screen;
The work process support system according to any one of claims 1 to 5, wherein the required time is output to a display unit of the work terminal. A work process support method in a work process support system,
The process management unit of the work process support system visually represents a parent-child relationship from a starting work to an end work, in which work icons of one work and a plurality of work branches depending on the result of the work. A process screen corresponding to one work process selected and detected in the work process list screen, and output it to the display unit of the work terminal.
The change application management unit of the work process support system generates a change application screen for receiving change application information of the selected and detected work process, outputs the change application screen to the display unit of the work terminal, and the work input on the change application screen The change application information including at least icon identification information and work content information to be changed is received from the work terminal,
The change application presentation unit of the work process support system outputs the change application information input on the change application screen to the display unit of the management terminal,
The process editing unit of the work process support system visually displays a work and a work icon of a plurality of work that branches according to the result of the work, representing a parent-child relationship from the starting work to the finishing work. A process editing screen displayed on the management terminal, which generates a process editing screen corresponding to the work process indicated by the change application information selected and detected in the management terminal, and outputs the process editing screen to the display unit of the management terminal. A work process support characterized by changing the work content information stored in association with the work type information indicating the work based on a request for changing the work content information indicated by any of the work icons displayed on the screen Method. Work process support system computer,
A work screen in which work icons of one work and a plurality of work branches depending on the result of the work are visually displayed to represent a parent-child relationship from the starting work to the finishing work. A process management means for generating a process screen corresponding to one work process selected and detected in the process list screen and outputting it to the display unit of the work terminal;
A change application screen that accepts the change application information of the selected and detected work process is generated and output to the display unit of the work terminal, the work icon identification information input on the change application screen, and the work content information to be changed , Change application management means for receiving the change application information including at least from the work terminal,
A change application presenting means for outputting the change application information input on the change application screen to a display unit of a management terminal;
A work editing screen in which work icons of one work and a plurality of work branches according to the result of the work are visually displayed to represent a parent-child relationship from a work as a starting point to a work as an end point, A process edit screen corresponding to the work process indicated by the change application information selected and detected in the management terminal is generated and output to the display unit of the management terminal, and any work icon displayed on the process edit screen is displayed. A process editing means for changing the work content information stored in association with the work type information indicating the work, based on a change request for the work content information shown;
A program characterized by functioning as

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